Solutions Hub Support FAQ
Below you can find answers to common support questions
What if I experience an issue with an exam?
ITS has developed Exam Day Best Practices and Emergency Protocols, published here, that detail actions to be taken when there is an issue or emergency with an exam.
I submitted a ticket before my peer submitted theirs. Why was theirs was responded to first?
The Solutions Hub strives to respond to each ticket as soon as possible, but there are many reasons tickets may be responded to out of the order they are received.
Some possibilities include;
The later ticket may have been assigned a higher priority based on impact and urgency.
The Solutions Hub team member your ticket was assigned to may have been supporting another customer, or needed to finish up another task before responding to your ticket.
The Solutions Hub team member your ticket was assigned to needed to consult a subject matter expert before responding.
Why did an ITS team member respond to one of my peers tickets outside of standard support hours but not my ticket?
The ITS team is comprised of both exempt and non-exempt staff. Exempt ITS team members may respond to requests or emails outside of their working hours, but a response outside of standard support hours is not guaranteed. Non-Exempt staff will only respond during their scheduled working hours.
What support can I expect if I am holding a High Stakes event after standard support hours?
Scheduling high stakes events outside of support hours comes with the risk that an issue may occur and the event may need to be rescheduled.
ITS can help with creating a plan in advance to help reduce the impacts of potential issues for your event.
In certain circumstances, ITS may be able to provide support for your after-hours event if enough advance notice is provided.
If you need support for a high stakes event, submit a request to the Solutions Hub as early as possible.